This documentation applies to the 8.1 version of Service Request Management, which is in "End of Version Support." You will not be able to leave comments.

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User scenario

You must print presentation materials to distribute in an important meeting to be held in two hours, and the printer stops working.

You open the Request Entry console to view popular requests and Knowledge Base articles (displayed only if the BMC Knowledge Management application is available to you).

If you do not see an article that addresses your printer problem, enter a keyword in the Search field to search for articles. The search returns requests based on the keyword that you entered. If you find an article that addresses your printer problem, you do not need to open a request.

If you do not find a solution in the Knowledge Base, look through the list of requests. In the request catalog under the Hardware category, you find the request that you need. For this request, IT has a target to fix a printer in one hour, charged at a cost of $100 to your department.

You select the request, enter the required information, and submit it. In the Request Entry console, you view the request in the My Requests pod and see that its status is In Progress.

When the service desk technician enters information indicating that the printer is fixed, you receive email notification alerting you, and you can resume printing your materials. You also receive email notification asking you to fill out a survey, indicating how you rate the response to your request.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments

  1. Tamara Scanlon

    These user scenarios should be written in BPMN notation so that organizations can use them as process models.

    May 29, 2015 04:36